To make specific shipping methods available when customers initiate a return through the Return Portal, or for your team to select when creating an RMA manually, you must add them to the Returns > Shipping Carriers page.
Table of Contents
- What to Know Before Adding Return Shipping Methods
- How ShipHero Selects a Carrier Account
- Cheapest Shipping Method for Return Labels
- How to Add a Return Shipping Method
What to Know Before Adding Return Shipping Methods
- Carrier accounts must be connected to ShipHero before they can be added as a return shipping method.
- All shipping methods added to the Returns > Shipping Carriers page are available for both manually created returns and returns initiated through the Return Portal iFrame. When Customer Self-Returns Only is enabled, only a generic label is generated when a customer initiates a return.
How ShipHero Selects a Carrier Account
When generating a return label, ShipHero checks for a valid carrier account in the following order:
- First: Uses the carrier account connected to the selected return warehouse with the profile assigned to the original order.
- Fallback 1: Uses the carrier account connected to the Primary warehouse with the profile assigned to the original order.
- Fallback 2: Uses the carrier account connected to the Primary warehouse with the default profile.
Cheapest Shipping Method for Return Labels
When a return label is requested usingn Cheapest, ShipHero checks the carriers connected to your account and quotes the ones eligible for return labels. A connected carrier is quoted when return label support is enabled for it, it is not on the always-excluded list, and it is not disabled for Cheapest quoting at the warehouse handling the return.
This means carriers such as FedEx, UPS, Canada Post, and Purolator can all take part in Cheapest return quoting when they meet those conditions.
| Rule | How It Works |
|---|---|
| Carrier pool | Any carrier connected to the account that has return label support enabled. |
| Always excluded | DHL and all DHL variants, Amazon, Amazon FBA, Generic Label, and carriers connected through an API webhook. These are never quoted for Cheapest returns, regardless of your settings. |
| Warehouse exclusions | An individual carrier can be disabled for Cheapest quoting at a specific warehouse, even when it is eligible everywhere else in the account. |
| 3PL accounts | ShipHero quotes either the 3PL's carriers or the client's carriers, depending on how that client's shipping account settings are configured. |
Note for 3PLs: Whether ShipHero quotes your carriers or your client's carriers depends on the client's shipping account settings. See Managing 3PL Client Settings.
If no valid rate is found when using the Cheapest shipping method, the system generates a generic label. If a package exceeds all allowed carriers' dimensional limits, you will receive an error.
How to Add a Return Shipping Method
- Go to the Returns > Shipping Carriers page.
- Click Add A Shipping Method in the top right.
- Select the Carrier and Shipping Method from the drop-downs.
- Click Add Method and then OK.
To remove a method, click the Delete button in the Actions column.
| Adding a Return Shipping method example | Deleting a Return Shipping method example |
|---|---|